September 15, 2025
Calabrio Pushes Workforce Management into the AI Era with New Intelligence Suite
Calabrio has introduced Workforce Intelligence, a platform it says redefines how contact centres manage their people in an AI-driven world. Announced at the company’s annual Calabrio Customer Connect (C3) event, the launch marks a break from the static systems that have defined workforce management for decades.
Traditional WFM platforms, according to Calabrio, were built for another time and were often fragmented, slow to adapt, and reliant on add-on AI features.
Designed as a cloud-native, enterprise-grade system, Workforce Intelligence takes a different approach. It is continuously learning and adapting to changes in customer demand and employee needs. Forecasting, scheduling, intraday management, and coaching are no longer static functions but are powered by intelligence that anticipates and reacts in real time.
Joel Martins, CTO of Calabrio, said: “We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM – now we’re leading again. Calabrio Workforce Intelligence is not AI bolted on. It is AI at the core. We’re creating the environment agents deserve, while giving leaders the agility, cost savings, and real-time visibility they need to outpace change and deliver transformational business outcomes.”
An Environment Agents Deserve
The company argues that this agility creates measurable value by allowing organisations to optimise resources, reduce human error, and respond quickly to workforce volatility. Beyond efficiency, it also aims to improve the agent experience. By removing repetitive manual work and delivering better scheduling options, Workforce Intelligence may both cut costs and support retention.
The first release within the platform is Agent Assist, a generative AI assistant embedded directly into the WFM system. It enables employees to manage schedules through natural language conversations, making it possible to request time off, volunteer for extra shifts, or check schedules without navigating complex menus.
Dave Rhodes, CEO, Calabrio, said: “Calabrio Workforce Intelligence delivers the environment that agents deserve by improving accuracy, reducing manual effort and creating faster time-to-value. We empower agents with real-time intelligence and insights to be more effective in their job while emphasising the human touch in customer interactions.”
